Senior Manager, IT Configuration Management

Schedule : Full-Time

If the following job requirements and experience match your skills, please ensure you apply promptly.

Located Remotely? Yes

Relocation? No

Position Type : Management

JOB SUMMARY

Responsible for leading Marriott International’s IT Configuration Management and Service Mapping practices leveraging the ServiceNow ITOM product as the product owner for the ServiceNow CMDB.

Responsible for establishing governance over the CMDB through collaboration with Marriott’s product, service and process owners to establish standards through aligning on IT Configuration Management and Service Mapping needs using the CMDB in alignment with CSDM.

Leverage the ServiceNow ITOM product and scale the operational relevance of the CMDB in alignment with stakeholder requirements and best practices.

Partner with IT Asset Management teams and IT Product Owners to align discovery trend data with asset lifecycle management data requirements.

Establishes strong partner relationships with internal stakeholders, educates leadership on best practices, and manages a pipeline of enhancements to the ServiceNow platform that will allow for measurable and repeatable outcomes that reduce the workload required to keep CMDB records maintained.

Works alongside a team of Sr. Technical Analysts and Sr. Systems Analysts to design scalable and repeatable solutions that are future-proof, customer centric, adoptable, and address key CI and asset lifecycle needs.

CANDIDATE PROFILE

Education and Experience

Required :

• 7+ years in Information Technology field with a minimum of :
• 3+ leading a team of system engineers
• 5+ years experience working with ServiceNow ITOM (CMDB, ServiceNow Agentless Discovery, Discovery using Service Graph Connectors).
• 3+ years’ experience working with Hardware and Software Asset Management Programs in Fortune 500 Companies
• Bachelor’s Degree in Computer Science, Engineering, or a related discipline; or the equivalent combination of education, technical training, or work / military experience.

Preferred :

Experience and understanding of common principals of CMDB Discovery common challenges, access requirements, best practices for cloud (AWS, Azure, Alibaba) discovery, discovery of container technologies (i.

e. Kubernetes, EKS, RedHat OpenShift)

• Experience leading implementations of Service Mapping, Application Inventory Management and IT Asset Management
• Experience in establishing standards and governance
• Cultivating relationships, customer centricity, and a passion for establishing workflows that automate or simplify processes
• Understanding of Agile / Lean, Design Thinking and Riskiest Assumption Testing methods.
• Demonstrated understanding of CMDB tables and the ServiceNow CSDM
• Experience with developing business cases, technical designs, and financial models
• Experience in working in regulatory environments
• Experience with Federated CMDB Model (multi-sourced CMDB)
• Excellent communication skills and problem-solving ability.
• Ability to work independently and with others.
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment.
• Evident ability to identify emerging and innovation solutions and then craft them to address current and future technology challenges.
• Some experience with ServiceNow Event Management is a plus
• ITIL v4 Foundation preferred.
• Knowledge of IT Infrastructure environments and network engineering a plus
• Experience with Agent Client Connector Visibility (ACC-V) a plus
• Certified ServiceNow Administrator (or ability to obtain it in 90 days)

CORE WORK ACTIVITIES

• Process owner for Marriott's IT Configuration Management and Service Mapping Processes
• Establish a Governance operating model for the CMDB focusing on data ownership and standards management
• Determine future discovery and integration requirements and needs to improve CMDB completeness and data quality
• Develop and maintain CMDB Operational Metrics focused on improving CMDB & Discovery Health
• Establish data quality standards aligning to ServiceNow CMDB health metrics and CSDM.
• Coordinate with numerous teams in aligning data requirements to their processes.
• Create dashboards and reporting to empower data owners to better manage their data.
• Manage relationships with product owners of multiple products that Marriott has established service graph connectors with for the purposes of discovering transient assets (laptops, handheld devices, mobile phones, printers, etc.).
• Ensure failed discoveries are converted to tangible remediation work product efforts that are documented and communicated
• Manage the time of a combination of Marriott FTEs and partner sourced developers to achieve optimal results.
• Establish KPIs and align with stakeholder teams to develop a mutually agreeable framework to measure progress.
• Collaborate closely with partners and service owners to build healthy roadmaps, service definitions, and a people-first user experience.
• Lead a team of Sr. Technology Analysts and Sr. Systems Analysts that will create workflows and analyze data in the CMDB, HAM, and SAM repositories to find solutions to data aging and integrity issues.
• Partner closely with IT Asset Management team to elevate awareness of any CMDB Discovery issues that can impair data update requirements
• Establish roadmap to solve complex multi-faceted issues that impair clean data gathering in the CMDB
• Support governance based on standard methodologies and ensure proper alignment to projects and major initiatives
• Analyze the current state to detect service design defects and recommend solutions for improvement.
• Utilize Design Thinking to conduct rapid design sessions with customers and partners.

Managing Work, Projects, and Policies

• Coordinate and implement work and projects as assigned.
• Generate and provide accurate and timely results in the form of reports, presentations, etc.
• Analyze information and evaluate results to choose the best solution and solve problems.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Set and track goal progress for self and others.
• Monitor the work of others to ensure it is completed on time and meets expectations.
• Provide direction and assistance to other organizational units’ policies and procedures, and efficient control and utilization of resources.

Leading Team

• Create a team environment that encourages accountability, high standards, and innovation.
• Lead specific team while assisting with meeting or exceeding department goals.
• Ensure others understand performance expectations.
• Ensure that goals are being translated to the team as they relate to tracking and productivity.
• Create and nurture an environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
• Understand employee needs and develop plans to address need areas and expand on the strengths.
• Provide the team with the capabilities needed to meet or exceed expectations.
• Lead by example demonstrating self-confidence, energy and enthusiasm.

Conducting Human Resources Activities

• Act proactively when dealing with employee concerns.
• Extend professionalism and courtesy to employees at all times.
• Communicate / updates all goals and results with employees.
• Meet semiannually with staff on a one-to-one basis.
• Establish and maintain open, collaborative relationships with employees.
• Solicit employee feedback.
• Interview job candidates and assist in making hiring decisions.
• Receive hiring recommendations from team supervisors.
• Ensure orientations for new team members are thorough and completed in a timely fashion.
• Observe behaviors of employees and provide feedback to individuals.

Additional Responsibilities

• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner.
• Manage group or interpersonal conflict.
• Inform and / or update executives, peers, and subordinates on relevant information in a timely manner.
• Manage time effectively and conduct activities in an organized manner.
• Present ideas, expectations and information in a concise, organized manner.
• Use problem-solving methodology for decision making and follow up.
• Perform other reasonable duties as assigned by manager.

California Applicants Only : The salary range for this position is $96,038 to $209,169 annually.

Colorado Applicants Only : The salary range for this position is $96,038 to $190,154 annually.

Hawaii Applicants Only : The salary range for this position is $116,205 to $209,169 annually.

New York Applicants Only : The salary range for this position is $96,038 to $209,169 annually.

Washington Applicants Only : The salary range for this position is $96,038 to $209,169 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus.

Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive a minimum of 7 holidays annually.

All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.

Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

Marriott HQ is committed to a hybrid work environment that enables associates to be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD;

candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

The application deadline for this position is 16 days after the date of this posting, June 26, 2024.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.

We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed.

Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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